BSI Case Study Coca-Cola Enterprises Ltd Lean Six Sigma Lean Six Sigma brings outstanding Customer Service to Coca-Cola Enterprises Customer objectives • Boost consumer and customer satisfaction • To improve employee skills • To maintain the highest level of standards and processes • Ensure the consistent quality of products Customer benefits • Climbed 39 places in “UK top 50 Call Centres”, from 47th to 8th place 2010-2011 • Achieved 3rd place for most improved UK Call Centre • Improved end to end customer experience • A clearer understanding of process bottlenecks thanks to Lean tools “Our recent experience of working closely with BSI to deliver bespoke, in- company training has been excellent. The commitment and enthusiasm shown by the BSI team to understand our business and then design the training package was commendable. The trainers were knowledgeable, friendly and they adapted their style according to the group. The post training support to embed the learning has also been outstanding.” Vikas Joshi, Continuous Improvement Manager, Coca-Cola Enterprises
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Lean Six Sigma brings outstanding Customer …...BSI Case Study Coca-Cola Enterprises Ltd Lean Six Sigma Lean Six Sigma brings outstanding Customer Service to Coca-Cola Enterprises
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BSI Case Study Coca-Cola Enterprises Ltd Lean Six Sigma
Lean Six Sigma brings outstanding Customer Service to Coca-Cola Enterprises
Customer objectives
• Boost consumer and customer satisfaction
• To improve employee skills
• To maintain the highest level of standards and processes
• Ensure the consistent quality of products
Customer benefits
• Climbed 39 places in “UK top 50 Call Centres”, from 47th to 8th place 2010-2011
• Achieved 3rd place for most improved UK Call Centre
• Improved end to end customer experience
• A clearer understanding of process bottlenecks thanks to Lean tools
“Our recent experience of working closely with BSI to deliver bespoke, in-company training has been excellent. The commitment and enthusiasm shown by the BSI team to understand our business and then design the training package was commendable. The trainers were knowledgeable, friendly and they adapted their style according to the group. The post training support to embed the learning has also been outstanding.”
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